I am writing to complain about service quality provided by your hotel on February 20.
When I and two of my friends arrived at the hotel and decided to check in, there is a long queue in front of the front desk.
We have to wait for an half an hour in order to check in. We have booked the Double suite room one week before. However, the receptionist was impolite and told us that there is no Double Suite Room available.They said that there was only one single suite room left and three of us have to stay in a small hotel room together.
Also,we ordered the room service at 7.pm. however they delivered the meal at 8:30 pm. We kept asking how long the food delivery process would take but they did not response. When the food was arrived, it was cold and tasteless.
Since the poor service quality, i certainly hope your give us a reasonable explanation and a complete refund as compensation of complete refund. Otherwise we will send the complaint to the Consumer Council.
Yours faithfully.
Doris
Reply by Polly and Joe
Dear Ms. Doris,
Re:Complaint about hotel service (make more positive)
Thank you for your letter of 9 March.
We agree that you should expect a Double Suite available when you made an appointment in advance. We make every effort to ensure that our customers leave our hotel satisfied.
Our front line staff usually try their best to satisfied every customer's needs. Unfortunately, it was during the peak holiday period and nearly all the rooms were fully booked. Due to the unexpected failure of the reservation system, all the booking records were erased. Besides the chef were preoccupied with the peak season, so the food quality may not be up to standard.
We sincerely apologize for any inconvenience caused and we would be glad if you could accept our offer of a complete refund. (too generous?) We welcome you and your friends to visit our hotel again and we will try our best to ensure our service quality.
Complain about hotel service
I am writing to complain about service quality provided by your hotel on February 20.
When I and two of my friends arrived at the hotel and decided to check in, there is a long queue in front of the front desk.
We have to wait for an half an hour in order to check in. We have booked the Double suite room one week before. However, the receptionist was impolite and told us that there is no Double Suite Room available.They said that there was only one single suite room left and three of us have to stay in a small hotel room together.
Also,we ordered the room service at 7.pm. however they delivered the meal at 8:30 pm. We kept asking how long the food delivery process would take but they did not response. When the food was arrived, it was cold and tasteless.
Since the poor service quality, i certainly hope your give us a reasonable explanation and a complete refund as compensation of complete refund. Otherwise we will send the complaint to the Consumer Council.
Yours faithfully.
Doris
Reply by Polly and Joe
Dear Ms. Doris,
Re: Complaint about hotel service (make more positive)
Thank you for your letter of 9 March.
We agree that you should expect a Double Suite available when you made an appointment in advance. We make every effort to ensure that our customers leave our hotel satisfied.
Our front line staff usually try their best to satisfied every customer's needs. Unfortunately, it was during the peak holiday period and nearly all the rooms were fully booked. Due to the unexpected failure of the reservation system, all the booking records were erased. Besides the chef were preoccupied with the peak season, so the food quality may not be up to standard.
We sincerely apologize for any inconvenience caused and we would be glad if you could accept our offer of a complete refund. (too generous?) We welcome you and your friends to visit our hotel again and we will try our best to ensure our service quality.
Yours sincerely,
Joe Chan, Polly Chan